Sophie Eddolls´ profile

Reviews (2)


Shocking customer service - do not order from eFlorist

My husband ordered me flowers for Valentine's day, and it was agreed upon ordering them that they would be delivered before 7pm as we were leaving for a week long trip at 7pm (the plan was to take the flowers with us so that I could enjoy them whilst I was away).

Between 6 and 7pm my husband was getting more and more concerned that the flowers hadn't showed up, so he kept ringing eFlorist but could never get through on the phone (he was on hold the entire time). We waited until 7.30pm but couldn't hold on any longer as we had a 6 hour car journey ahead of us and a 21 month old who needed to be put to sleep in the car. Eventually our flowers must have turned up as they were delivered to our neighbours.

After failing to get through to eFlorist on the phone, my husband sent an email complaint to them but no one ever replied. The next day he continually rang eFlorist but could never get through when selecting the option that he was calling about an "existing order". Eventually he got through when he selected the option to "place a new order", and was told he was not eligible for a refund despite explaining our circumstances in detail.

We never even got to see the flowers as we were away for a week, and they had died by the time we got home. We both wrongly assumed that eFlorist would be apologetic and give us a full refund but as they refused we intend to spread the word to our friends, family and beyond that they shouldn't use eFlorist.

22 March 2013

Reply from eFlorist

Dear Sophie,

Thank you very kindly for your detailed feedback. We are very sorry that the flowers were not received until they had perished. We understand that the florist had encountered problems with traffic in the London area and were doing their utmost to deliver as soon as they could. Unfortunately this was too late for you to receive them.

We also apologise for your husband not being able to get through to us. Whilst not making excuses, please understand that Valentine's Day is one of the biggest peak periods we have and this year especially, we had an unprecedented volume of calls.

Please be advised that our Customer Service team have taken the time to review your concerns and we have decided to refund the order in full as it seems that the full circumstances were not fully understood at the time.

Kind regards,


Fast reliable service

I have been very impressed by the service at Lenstore. Every time I order the lenses arrive within 2 days and the website makes it easy to re-order quickly.

The only downside is that you don't tend to get many discounts for being a repeat customer.

Sophie Eddolls´ profile

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Sophie Eddolls
Female, 1981
London, United Kingdom